What to Do Next
- 01
Ask for the reason
Open live chat (it runs 24/7) and ask which rule the closure is based on. Save a copy of the conversation or ask for the answer in writing.
- 02
Send what's missing
If it's a verification hold, upload a clear photo ID, a proof of address from the last few months and, if asked, proof of the card or wallet you paid with.
- 03
Don't open a new account
A second account is a duplicate. It will be closed as well and muddies your case.
- 04
Escalate if you disagree
Use Royal Panda's complaints process first. If that doesn't settle it, the operator's independent dispute service is eCOGRA, and the licence is on the MGA register.
Keep your tone factual. Dates, amounts, screenshots of the balance and the chat transcript get a complaint looked at much faster than a long angry message.
Why Royal Panda Closes Accounts
Royal Panda Limited holds a Malta Gaming Authority licence (MGA/CRP/237/2013-01). That licence comes with anti-money-laundering and player protection duties, and most closures trace back to one of them rather than to a win.
Verification wasn't completed
By far the most common reason. The casino must know who you are before it pays out, and it can restrict or close an account when documents are missing, blurry, out of date or don't match the details you registered with. A name that differs between your ID and your bank card is a classic trigger.
Duplicate or shared accounts
One account per person is the rule. Two accounts on the same name, or several players using the same device, card or address, will look like duplicates. Using someone else's card, even a partner's, falls into the same category.
Bonus terms
Betting above the maximum stake allowed while wagering a bonus, playing excluded games with bonus money, or patterns the casino reads as bonus abuse can lead to closure and the removal of bonus winnings.
Self-exclusion and safer gambling
If you self-excluded, the account closes for the period you chose. Royal Panda can also step in on its own if it sees signs of harm, such as fast-rising deposits. That's the licence working as intended; if you're worried about your own play, the Gambling Helpline is free around the clock.
Location and payment problems
Logging in through a VPN from a restricted country, or a chargeback on a card deposit, will usually freeze an account straight away. Chargebacks in particular tend to end in closure, so raise payment problems with support rather than with your bank.
Your Account Before and After Closure
| Item | Before | After closure |
|---|---|---|
| Login | Full access | Blocked, or limited to withdrawing |
| Deposited NZ$ balance | Yours to play or withdraw | Normally refunded after ID checks |
| Bonus money | Counts towards wagering | Usually removed |
| Pending withdrawals | Processing | Paid, or held until verification ends |
| Marketing | Offers and promotions | Stop |
| New account | Not needed | Not allowed |
Swipe the table sideways
How long the refund takes depends on the method: e-wallets up to 24 hours, cards 1–3 days and bank transfers 3–5 business days, as with any other withdrawal. Our NZ banks guide explains the InPay route back to a New Zealand account.
